Vacancy expired!
- Ensures best-in-class customer experience for designated managed (or other) services.
- Proactively engages CB customers when issues are identified and effectively drives to resolution.
- Simulates or recreates user problems to resolve operating difficulties.
- Troubleshoots and resolves single customer escalations from internal Cox teams such as: CB Field Services, CB Customer Care, and business partners.
- Drives the resolution of single customer/user issues, serving as a technical lead for troubleshooting and incident management.
- Troubleshoots and resolves operational issues between customer/vendor equipment and CPE (Cox Premise Equipment).
- Manages high profile/VIP internal and external customer escalations expeditiously.
- Conducts product and services health checks, producing reports and escalating per process.
- Performs service validations based on product, service, or application functionality and operational use.
- Identifies and correlates patterns in user and customer reported issues, engaging appropriate fix agents to mitigate further impacts.
- Identifies platform impacting issues and partners with Tier 3 support teams and development to implement and test fixes and resolutions.
- Works with boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications.
- Adheres to defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), providing analysis and feedback from a team perspective.
- Prepares trending analysis to help provide solutions for enhanced efficiency and continuous operational improvements.
- Provides 24/7 support for all assigned applications or services, either on a designated shift assignment or by participating in stand-by or "on call" status to support customers after normal business hours.
- Partners with and enables Tier 1 by providing or updating tools, support solutions, coaching, training and associated documentation.
- Effectively identifies problems as they occur and takes appropriate steps to solve them.
- Correlates communication of impacting events to Tier 1 partners and field front line leadership.
- Represents single customer/user during Post Incident Reviews (PIRs) for service impacting events.
- Opens and manages vendor support cases through resolution.
- Employs work standards including quality control at the front of every transaction, focusing on reducing service volume through a pro-active approach to problem isolation and repair and the ability to maintain productivity without immediate supervision.
- Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies.
- 3+ years of experience in related area of responsibility or equivalent degree/certification
- Must have a strong dedication to customer service
- Strong written, oral, problem solving, presentation, and collaborative skills, along with the ability to translate technical concepts to both technical and non-technical audiences
- Demonstrated skill in data analysis techniques as evidenced by resolving missing/incomplete information, inconsistencies/anomalies in routine research/data
- Ability to apply product, industry, professional, and technical knowledge
- Recognized subject matter expert concerning problems that have a direct and significant impact on business programs and results
- Highly motivated, self-starter with a positive attitude and the ability to face challenges in a fast-paced environment within a customer experience-focused operations organization.
- Stay up-to-date on new technologies, understanding technical business support principles and sharing insights with others in the organization
- Productive professional contributor, working independently on larger, moderately complex projects/assignments that have direct impact on department and area results
- Strong knowledge of IT, telecommunications service delivery, and operational service assurance
- Ability to think through the lifecycle of development and end-to-end processes in order to create new and innovative techniques that seek to promote end-user efficiencies
- Familiarity with Event/Incident/Problem/Change Management processes in MSO environment
- Demonstrated basic knowledge of a technical or specialty area
- Service provider experience
- Understanding of many of the following:
- Networking services (i.e., Ethernet, IP-VPN, and particularly SD-WAN), Internet services (DOCSIS/HFC, GPON/Fiber, MPLS/Fiber), Managed Services (i.e., Managed Router and Security, Managed Wi-Fi, etc.) Virtualization concepts and technologies (i.e., VMWare)
- TCP/IP and related internet protocols such as: DNS, SIP, MCGP/NCS, POP, SMTP, HTTP, HTTPS, DHCP, and SSH. IPV6 is a plus.
- Server applications and AS/400, basic understanding of the Network Layer 2 and layer 3 of the OSI Model
- UNIX/Linux, HTML, XML, SQL, and OBIEE
- VOIP, Telephony Switching, IP Network, SS7, CISCO IOS, Adtran, Polycom, and Wi-Fi platforms
- CPE, Entitlements, MOCA, RF, DOCSIS, QAM, MPEG, Levels, HFC, Premise Engineering
Vacancy expired!